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Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
9 months ago in Analytics - Widgets - timeline / Insights 0 Backlog

[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
9 months ago in AI / AI tagging / AI tracking / Insights 0 Backlog

Add "conversation created date" to the exports

As of today the conversation created field in the messages export is based on segments rather than conversation ID. It would be nice to be able to filter by conversation ID being created.
10 months ago in Exports and API 0 Backlog

Require Comment with CSAT Rating

We ideally would like to have an option to require that a comment be left alongside the rating that is given when the CSAT Survey is used.
over 1 year ago in CSAT 0 Backlog

Export analytics graph/chart reports as PDF

Export the analytics visual dashboard, to share PDF internally. Also valuable for scheduled emails.
over 4 years ago in Exports and API 0 Backlog

Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
over 4 years ago in Business Hours and time measure / Insights 0 Backlog

Exclude own domain / account from reports

In certain reports - especially the CSAT report - the "internal" account is counted in the same metrics as customers in the Accounts Table. It would be great to exclude them.
11 months ago in Insights 0 Backlog

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.
11 months ago in Insights 0 Backlog

Ability to apply a rule filter to a report

This would allow you to add a filter for only conversations where your rule triggered, e.g. allowing you to focus on the breach/achievement of your teams' rules only without other rules also being considered in the displayed results.
11 months ago in Investigation features 0 Backlog

CSAT: external CSAT integration

Integrate an external CSAT Could be done through an API allowing to fill in our CSAT surveys
almost 3 years ago in CSAT 0 Backlog